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This study aims to explore the enabling and suppressing effects of leader affiliative and aggressive humor on employee knowledge sharing form the lens of emotional contagion process, which provides theoretical reference for the applications of different leader humor style, thereby enhancing employee knowledge sharing.

This study collected three waves of data and surveyed 379 employees in China. Regression analysis, bootstrapping and latent moderation structural equation were adopted to test the hypotheses.

Leader affiliative humor has a positive impact on employee knowledge sharing, whereas leader aggressive humor has a negative impact on employee knowledge sharing. Positive emotion plays a mediating role between leader affiliative humor and employee knowledge sharing, and negative emotion plays a mediating role between leader aggressive humor and employee knowledge sharing. Moreover, supervisor–subordinate Guanxi moderates the relationship between leader affiliative humor and positive emotion, and between leader aggressive humor and negative emotion, respectively.

This study not only adds to the knowledge sharing literature calling for the exploration of antecedents and mechanism of employee knowledge sharing, but also contributes to our comprehensive understanding of the suppressing and enabling effects of leader humor style on employee knowledge sharing. Besides, this study also unpacks the dual-path mechanism and boundary condition between leader humor style and employee knowledge sharing and augments the theoretical explanations of emotional contagion theory between leader humor style and employee knowledge sharing.

Service failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how third-party customers react to a service failures incident and a recovery over another customer, depending on how socially close or distant they are from. This study investigates the effect of third-party customers' emotions on consumer forgiveness, negative word-of-mouth (WoM) and repatronage intentions in the service recovery process by comparing close and distant third-party customers.

This study utilizes a 2 (social distance to the focal customer: close, distant) × 2 (service recovery: yes, no) between-subjects design. The authors used a scenario-based experiment to test the proposed hypotheses. A total of 576 respondents were involved in the study.

The results from the authors' scenario-based experimental study show that positive and negative emotions felt by distant third-party customers are higher than those of close third-party customers. In addition, the effect of positive emotions on customer forgiveness is more substantial for distant third-party customers. Third, moderated-mediation analysis indicates that social distance has a moderator effect only on the relationship between positive emotions and customer forgiveness.

This study contributes to the service literature by comparing socially close and socially distant third-party customers' reactions to service failure and recovery attempts.

Consumers' perceptions of different aspects pertaining to servicescape and social servicescape at restaurants have received little consideration in the hospitality literature. To fill this gap, the authors develop a model that conceptualizes and empirically examines the impact of dissimilar attributes in restaurants on the development of negative emotions and the influence of negative emotions on consumers' dissatisfaction, which in turn determines consumers' behavioral intentions.

The authors used the moderating impact of restaurant attribute performance to support the link between negative emotions and dissimilar attributes. To achieve the study's goals, the authors conducted two investigations, Study 1 and Study 2, in Bangladesh and China, respectively. For study 1, 600 data were obtained from local Bangladeshi consumers, while for study 2, 396 foreign customers in China were surveyed. The collected data were examined by using Structural Equation Modeling (SEM) approach. The authors utilized IBM Analysis of Moment Structure (AMOS), version 24.0.

Both studies 1 and 2 found that dissimilar restaurant attributes had significant positive effects on the development of negative emotions, positive effects of negative emotions on consumer dissatisfaction and a positive influence of consumer dissatisfaction on consumers' behavioral intentions. Results of both studies 1 and 2 also showed that restaurant attributes performance positively moderate the relationships between dissimilar attributes and negative emotions.

The study's empirical results contribute to the body of knowledge in the domains of tourism, consumer psychology and consumer behavior. The study's findings can assist restaurant managers in better understanding how different features related to the servicescape and social servicescape dimensions cause unpleasant emotions and, as a result, influence consumer behavioral intentions.

No preceding research has looked at the link between dissimilar features and negative emotions in the restaurant setting to the authors' knowledge. Also, no previous research has looked at the moderating consequence of restaurant attributes in the association between dissimilar attributes and negative emotions. This research aims to fill those knowledge gap.

This study aims to integrate reviewers’ and readers’ discrepant perspectives on extremely negative reviews. Specifically, this study examines the relationship between negative emotion intensity levels and reviews helpfulness on two platforms: integrated websites and social networking sites (SNS) to emphasize the role of platform types on customers’ purchase decisions.

This research adopts a mixed-method approach of business intelligence approach and quasi-experimental design. Study 1 performed text mining and Welch’s t-test to compare reviewers’ negative emotion intensity levels on two platforms. Study 2 adopted a 2*2 factorial quasi-experimental design to examine how intense negative emotions impact the perceived reviews helpfulness on two platforms. A 3*2 factorial design in Study 3 also tested social tie strength’s moderating effect between the intensity of negative emotions and review helpfulness.

The current study reveals that integrated website reviewers tend to express more extreme negative emotions than SNS reviewers. SNS and integrated website readers deem reviews that embed severe negative emotions as less helpful. The moderating role of social tie strength between extremely negative emotions on review helpfulness was insignificant in the study.

This study enriches the online review literature by comparing writers’ and readers’ perspectives on online reviews with extremely negative emotions across two online platform types: integrated websites and SNS. From the writers’ perspective, this study highlights anonymity and the presence of an audience as essential factors that reviewers consider in selecting an online review platform to express themselves. This research also sheds light on how readers’ perspectives on extremely negative reviews conflict with the presumptions of writers of extremely negative reviews on integrated websites by demonstrating that content embedding extremely negative emotions is less helpful regardless of platform type.

This research provides online negative review management strategies to platform and hotel managers. The findings suggest hotel and review platform managers should consider adopting review alignment or monitoring systems based on negative emotions intensity levels since readers on both platforms perceive reviews embedding extremely negative emotions as less helpful. Additionally, hotel managers can progress promotions to guests who share online reviews on SNS since SNS reviewers are more likely to attenuate their extremely negative emotions when writing reviews.

This research innovatively provides a comprehensive overview of negative reviews’ production and consumption process from reviewers’ and readers’ perspectives. This research also provides practitioners insight into the nature of two different platform types and the management of negative reviews on these platforms.

Based on affective event theory (AET), this study aims to unpack the association between team relationship conflict and employees’ subjective career success by examining the mediating role of negative emotions and the moderating role of emotional intelligence.

Using Mplus 8.1, the study analyzes multi-level, multi-wave data collected from 288 employees in 51 teams across Pakistan.

The results indicate that team relationship conflict is negatively associated with employees’ subjective career success, both in terms of career satisfaction and job satisfaction. While employees’ negative emotions partially mediate this negative relationship, emotional intelligence moderates the association between team relationship conflict and negative emotions, such that individuals with higher emotional intelligence experience less negative emotions.

This study advances career research by demonstrating how and when team relationship conflict is related to employees’ subjective career success. It also extends current understanding of the mediating and moderating mechanisms behind the association between team relationship conflict and employees’ subjective career success.

The purpose of this study is to investigate consumers' emotional responses to artificial intelligence (AI) defeating people. Meanwhile, the authors investigate the negative spillover effect of AI defeating people on consumers' attitudes toward AI companies. The authors also try to alleviate this spillover effect.

Using four studies to test the hypotheses. In Study 1, the authors use the fine-tuned Bidirectional Encoder Representations from the Transformers algorithm to run a sentiment analysis to investigate how AI defeating people influences consumers' emotions. In Studies 2 to 4, the authors test the effect of AI defeating people on consumers' attitudes, the mediating effect of negative emotions and the moderating effect of different intentions.

The authors find that AI defeating people increases consumers' negative emotions. In terms of downstream consequences, AI defeating people induces a spillover effect on consumers' unfavorable attitudes toward AI companies. Emphasizing the intention of helping people can effectively mitigate this negative spillover effect.

The authors' findings remind governments, policymakers and AI companies to pay attention to the negative effect of AI defeating people and take reasonable steps to alleviate this negative effect. The authors help consumers rationally understand this phenomenon and correctly control and reduce unnecessary negative emotions in the AI era.

This paper is the first study to examine the adverse effects of AI defeating humans. The authors contribute to research on the dark side of AI, the outcomes of competition matches and the method to analyze emotions in user-generated content (UGC).

Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review and statistically synthesize the state of research on the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes.

The authors included 221 effect sizes of 135 independent samples from 119 primary studies (N = 47,964). The authors used a meta-analytic approach to quantitatively review the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes. Meta-analysis structural equation modeling was used to explore the mediation mechanism of service employees' affective outcomes on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. Meta-regression was applied to explore the impact of contextual-level moderators (i.e. service provider type and service delivery mode) on these relationships. Furthermore, we compared the effects of customer mistreatment with the effects of other organizational-related factors on some commonly measured employee outcomes.

The results show that customer mistreatment has a significant negative impact on service employees' affective outcomes (i.e. negative emotions), attitudinal outcomes (i.e. job satisfaction, organizational commitment, work engagement and turnover intention) and behavioral outcomes (i.e. job performance, surface acting and emotional labor). Additionally, service employees' negative emotions mediate the association between customer mistreatment and employees' job satisfaction, turnover intention, surface acting and emotional labor. Furthermore, the relationships between customer mistreatment and service employees' negative emotions and job performance are influenced by a contextual-level moderator (i.e. service delivery mode).

The authors contribute to the literature by providing robust meta-analytic estimates of the effects of customer mistreatment on a variety of service employees' affective, attitudinal and behavioral outcomes, as well as the different magnitudes of the effect sizes between customer mistreatment and other job-related and personality-related factors by quantifying the true variability of the effect sizes. The authors draw on current theories underpinning customer mistreatment to test a theoretical model of the mediation mechanism of service employees' affective outcomes (i.e. service employees' negative emotions) on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. The authors explore the effects of two contextual-level factors (i.e. service provider types and service delivery mode) related to the service delivery context that may account for the variability of effect sizes across empirical studies.

Previous research has studied interactive value formation (IVF) using resource- or practice-based approaches but has neglected the role of emotions. This article aims to show how emotions are correlated in problematic social media interactions and explore their role in IVF.

By combining a text mining algorithm, nonparametric Spearman's rho and thematic qualitative analysis in an explanatory sequential mixed-method design, the authors (1) categorize customers' comments as positive, neutral or negative; (2) pinpoint peaks of negative comments; (3) classify problematic interactions as detrimental, contradictory or conflictual; (4) identify customers' main positive (joy, trust and surprise) and negative emotions (anger, dissatisfaction, disgust, fear and sadness) and (5) correlate these emotions.

Despite several problematic social interactions, the same pattern of emotions appears but with different intensities. Additionally, value co-creation, value no-creation and value co-destruction co-occur in a context of problematic social interactions (peak of negative comments).

This study provides new insights into the effect of customers' emotions during IVF by studying the links between positive and negative emotions and their effects on different sorts of problematic social interactions.

The booming social media attracts construction professionals (CPs) to express emotions caused by work pressure (WP) through online behaviors. Previous works focus on the analysis of WP and emotions but do not adequately consider how WP can be reflected through online emotions. Thus, this study aims to attempt to explore the quantitative relationship between online emotional intensity and WP.

This study developed a linguistic-sticker (LS) model to quantitatively evaluate the sentiment intensity of posts published on social media. Moreover, the authors designed two econometric models of ordinary least squares regression and negative binomial regression to test the hypothesis.

The research found that posts with stronger negative sentiment (or positive sentiment) indicate that CPs face higher (or lower) WP. Besides, there is a negative bias between the sentiment intensity of posts and the comment quantity.

The positive correlation between sentiment intensity of posts and WP has been confirmed, which indicates that construction managers should pay more attention to CPs' behavior on social media, and take a more direct way to analyze work-related online behavior (e.g. posting, commenting). The dynamic monitoring of emotion-related posts also provides a direct basis for the management team to learn about CP's pressure status and propose measures to reduce their negative emotions. Furthermore, the emotional posts published by CPs on social media provide a direct basis for team managers to obtain their psychological state.

The research contributes to incorporating CPs' emotions into the LS model and to providing information systems artifacts and new findings on the analysis of WP and online emotions.

This study aims to investigate the influence of perceived luxuriousness on consumers’ revisit intentions via the mediating effects of positive and negative emotions based on the Stimulus-Organism-Response (SOR) model. In this context, “luxuriousness” specifically refers to the richness of furnishings, including the visual allure of aesthetic design and the surrounding cues.

A quantitative approach using a survey method is employed to analyse the collected 289 data from consumers of bubble tea. Partial least squares structural equation modelling is chosen as the main analytical approach to examine the research model.

The results showed that perceived luxuriousness has a significant positive influence on positive emotion and a significant negative influence on negative emotion. Furthermore, positive emotion positively affects revisit intentions, whereas negative emotion negatively affects revisit intentions. Positive emotion mediates the relationship between perceived luxuriousness and revisit intentions, but negative emotion does not.

In terms of theoretical contributions, this study contributes to the SOR model by exploring the influence of perceived luxuriousness on revisit intentions via the mediating effects of emotions in the bubble tea context, which has not been previously examined by past studies. In terms of managerial implications, this study provides insights into how to leverage the element of luxury to encourage consumers to revisit bubble tea stores.